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Helpdesk Operator

1.00 to 10.00 Years   United Arab Emirates   19 Jul, 2022
Serco
1 Jobs Openings
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Insert Job title Make a difference every dayThe Job OpportunityThe purpose of the job is to respond to the requests directed to the Helpdesk. Monitor and control the daily operations of the building and to record any system anomalies via the CAFM (Computer Aided Facilities Management) fault recording system for remedial repair and planned preventive maintenance.Deliver client service by taking inbound calls, receiving email requests received in adherence to procedural, productivity and quality standards.Key Accountabilities

  • Attend to calls and requests directed through the switchboard, radio system and/or email (24 hours / 7 days per week) relating to the properties.
  • Answer calls within the agreed KPI (Key Performance Indicator).
  • Fast and efficient handling of queries with clients.
  • To priorities calls in accordance with procedure.
  • Record tenant/Client and system fault requests on the CAFM system accurately.
  • Assign, generate and schedule job cards for technicians and building managers.
  • Communication with site management and staff relating to calls/emails received.
  • Follow-up with clients/tenants and technicians re job cards issued.
  • Fast and efficient handling of queries with tenants/clients.
What we are looking for in our candidates
  • Ability to work in an individual and team environment.
  • Well-developed customer service skills.
  • Sound analytical skills.
  • English spoken and written is essential.
  • Knowledge of the property and facility management.
  • Technical knowledge of building services operations is an advantage.
  • Have understanding in the principles of Quality Assurance and working to procedures.
  • Have an understanding and experience of using computerised logging systems.
  • Ideally experience in use of CAFM system.
Specific requirements
  • Degree qualified with 2-5yrs of experience in helpdesk management.
  • Solid customer focus and customer relationship management experience.
  • Proficiency in Microsoft Applications
  • Knowledge and experience in Maximo/CAFM System is an advantage.
  • Six Sigma certification is a preference (Yellow Belt/Green Belt/Black Belt).
Working with SercoAt Serco, not only is the nature of the work we do important, everyone has important role to play. https://www.serco.com/meWe are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.Join UsBy joining Serco you will have unlimited access to our Global Employee Networks ? SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.We take pride in what we doSerco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.

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